Best Buy Complaint - Customer No-Service - LG front loading washer
PORT ORANGE, FLORIDA -- On February 21, 2005, I purchased an LG front loading washer from Best Buy in Daytona Beach. I also purchased a 5 product service plan for it and the matching dryer I bought with it.
Fast forward to last Friday. I was doing laudry and came back to switch the loads around. The washer had a code displayed. I assumed it was out of balance and tried to redistribute the load with no luck. I then looked the code up and saw that it meant that the motor was overloaded. The instructions said to unplug it and call for service. I called Best Buy and set up an appt.
I was told that the tech would be here between 7 a.m. and 5 p.m. Tuesday and that the tech would call me that morning to give me a better time frame. I explained to the woman that I work till 1 so it would have to be after that. She told me that she had no control over their scheduling but that she would make a note that it had to be after 1 p.m. I gathered up all my laundry and went to the laundromat. $14 to wash my laundry!
Today is Tuesday and I got a call this morning on my cell phone while I was at work. It was the tech telling me he'd be here between 10 and 11. I told him that wouldn't work, I work till 1. He said he had made his schedule and my area is covered in the morning as he comes from Orlando and does this area first and works his way home. He said there was no note that it had to be after 1 and he wasn't going to come then and I'd have to reschedule. I asked him about coming after 1 when I rescheduled and he basically told me I was out of luck because he does my area in the morning and it wasn't going to be after 1 but I could just keep making appointments and see if I could ever get one that met my needs.
I hung up and called the customer service number and was told by the rep that they have no control over the scheduling of the repair company. I explained that I have to work, as most people do, and I can't be available for a 10 hour window to wait for the repair guy. She wasn't impressed. I asked for her supervisor, who gave me the same story with a total lack of regard for my situation. I took an appt for Thursday and we'll see if I can get lucky then.
When I got home, I called back and asked for a supervisor again. I got the same "I could care less" attitude from this supervisor who also told me I couldn't speak to his supervisor and he'd leave a message and maybe she'd call back in 24-48 hours.
I met with the same response from a customer service person and her supervisor. So basically I'm stuck with a washer, which hasn't ever given me any other trouble, that doesn't work and a pretty much useless product service plan.
After a lot of prodding, I did find out that I can contact a reputable repair service on my own and have the washer fixed and submit the bill to Best Buy for consideration to be reimbursed. They assure me they "usually" do reimburse people but it depended on if they felt the repairs were justified, etc. And no one could give me a time frame of how long it would take to get reimbursed.
I am a long time big spender at Best Buy. I've bought 3 sets of appliances at Best Buy, computers, t.v.'s, software, video games, CD's, DVD's, etc., at Best Buy. I'm thinking Circuit City or some other store might be getting my business in the future.